What are tenant satisfaction measures?
As part of a new system developed by the government's Regulator of Social Housing, we are legally obliged to seek your views and collect information on a number of new 'tenant satisfaction measures' or TSMs. There are 22 TSMs (12 Tenant Perception Measures (TPMs) and 10 Management Information Measures (MIMs).
The measures help to assess how well social housing landlords are doing at providing good quality homes and services.
We are asking our tenants to complete tenant satisfaction surveys based on the 12 TPMs so that we have a representative sample of people who use our services.
The responses that tenants provide feed into the overall TSMs. TSMs can then help to improve living standards by:
- providing visibility for tenants to see how well we are doing and to hold us to account
- measuring and showing how we engage with tenants, handle complaints, keep properties in a good state of repair and maintain building safety
TSMs also give the Regulator of Social Housing an insight into how we and other social housing landlords may need to improve services to tenants.
Page last updated: 13 November 2023
